Operations Manager (Group Leader) – Integral Delivery
FrontLine
www.frontlineaustralia.com
About FrontLine
FrontLine is a Defence Force Veteran-owned integrated services provider delivering professional support across Government, Commercial, and Strata sectors. We provide essential Mowing & Gardening, Cleaning & Hygiene, and Trades & Maintenance services throughout Australia.
With operations in every major city and growing regional coverage, FrontLine is becoming one of Australia's largest and most experienced home, facility, and property services organisation, built on integrity, reliability, and service excellence.
We proudly support employment and training pathways for Defence Force and Emergency Services Veterans, developing careers in leadership, operations, horticulture, cleaning and management across the FrontLine network.
This is a pivotal Senior Leadership role for a driven, commercially minded operator ready to lead and scale a Service Delivery Group within Frontline's Integral Delivery business. You'll be responsible for the full performance and growth of your Group - leading multiple Sections and Teams, owning your client relationships, and driving the financial and operational outcomes that make the Group thrive.
You'll set the direction, build the team, own the P&L, and ensure every customer receives a service they're proud to recommend. If you enjoy building structure, improving systems, leading people, and driving performance outcomes - this is your role.
Reporting to the General Manager, you'll have genuine autonomy to lead your way - with a clear pathway toward broader Management responsibility as Frontline continues to grow.
Key Responsibilities
Lead and Develop Your People
• Build a culture of accountability and care — identify the right people quickly, back them to grow, and manage performance with clarity and fairness.
• Support Section Leaders in managing their own teams — coaching them on KPIs, capacity planning, and performance conversations.
• Run structured onboarding and training cycles so new starters are set up for success from day one.
• Foster a high-performance culture where people feel valued, trusted, and motivated to do their best work.
Drive Operational Efficiency
• Lead a Service Delivery Group to full capacity, maintaining scheduling above 90% of available team capacity at all times.
• Ensure workflow efficiency, scheduling timelines, service confirmation rates, and operational accuracy are consistently met.
• Continuously identify process improvements and eliminate waste across scheduling, delivery, and administration workflows.
• Develop reporting dashboards and performance tracking frameworks to keep the Group operating at its best.
• Monitor operational KPIs and lead indicators weekly - act early when performance trends in the wrong direction.
Strategic Planning & Business Growth
• Contribute to the Group's growth strategy — identify new service opportunities, client segments, and efficiency gains.
• Support expansion initiatives and design scalable processes that grow with the business.
• Build the capacity and structure of the Group proactively — hiring ahead of growth, not in response to gaps.
• Identify risks to service delivery and put mitigation plans in place before issues arise.
Own Your Client Relationships
• Proactively communicate with clients on service delivery, schedule changes, and additional works.
• Oversee Delivery Partner performance and engagement — ensuring service standards, compliance, and communication protocols are maintained.
• Resolve complaints promptly and use them as an opportunity to strengthen trust.
• Pursue new client relationships to expand the Group's reach and commercial footprint.
• Own the Group P&L - understand your revenue, cost base, and margin, and actively manage all three.
• Monitor operational margin performance and identify cost efficiencies without compromising service quality or team wellbeing.
• Complete weekly expense reconciliation and payroll input accurately and on time.
Compliance, Safety & Risk Management
• Ensure full compliance with WHS obligations, SWMS, industry awards, and the Fair Work Act across all operations.
• vehicle registrations and equipment maintenance schedules.
• Prepare the Group for bi-annual audit surveillance across quality, safety, and environment systems.
• Report incidents and complaints promptly, transparently, and in accordance with Frontline's standards.
• Embed a safety-first mindset across field teams — ensure every team member goes home safe.
About You
You're a natural leader who earns respect through action and consistency. You're ambitious and growth-oriented - motivated not just to manage a group, but to build one. You think in systems, not just tasks: you see inefficiency and want to fix it, you see potential in people and want to unlock it, and you see a business unit and want to make it exceptional.
You're proud to serve, solutions-focused under pressure, and genuinely aligned with the idea that great service and great culture go hand in hand.
Key Experience
2–5+ years in operations, service delivery or leadership
Experience managing leaders or supervisors
Exposure to financial oversight
Strong organisational and stakeholder management skills
Experience in a service-based or multi-site environment highly regarded
What We Offer
$100,000 – $120,000 + Super (commensurate with experience) + incentive potential
A leadership role with real influence
Opportunity to grow with a scaling organisation
Supportive executive team and collaborative culture
Why Join Us?
A meaningful mission — Defence Force Veteran-owned and proudly supporting veterans and Australian communities.
• Real leadership scope — this is a role where your decisions matter and your impact is visible.
• A supportive executive team and collaborative culture that backs you to succeed.
• Genuine autonomy to lead your way, within a business that has strong values and clear direction.
• Sydney -based with some travel, in a growing organisation with national presence.
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Your application will include the following questions:
Which of the following statements best describes your right to work in Australia? How many years' experience do you have as an operations manager? How many years' experience do you have in an Operations Support Role? How many years' experience do you have in a Management Role? Do you have experience as an area or multi-site manager? Do you have a current Australian driver's licence? Which of the following Microsoft Office products are you experienced with? Do you have experience managing teams remotely?
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